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Client Care Specialist Jobs
Company | City National Bank |
Address | Phoenix, AZ, United States |
Employment type | FULL_TIME |
Salary | |
Category | Banking,Financial Services |
Expires | 2023-08-22 |
Posted at | 9 months ago |
CLIENT CARE SPECIALIST
- Assists in screening calls for Executive Management and connecting callers appropriately following our executive warm transfer procedures.
- Resolves clients’ complaints and diffuses unsatisfied clients. Provides guidance to clients on issues requiring immediate attention, including complaints, forgeries, lost/stolen cards or checks or passwords/user IDs, processing issues, online/mobile or Apple Pay and Android Pay enrollment, account inquiries, product and services suggestions, etc. Informs Client Care Leads and Client Contact Center Management of potential problem situations and issues requiring escalation. Escalates issues to Client Care Lead, Client Contact Center Management and Relationship Manager, as necessary.
- Supports Marketing Department campaigns to existing and prospective clients regarding written and email communications. Utilizes available marketing sales tools, such as the Communication Calendar and/or Salesforce to determine offer and connects any new business prospect or existing client with the appropriate Relationship Manager. Authorizes service charge reversals due to bank error or approved by an RM, within established limits based on analysis of request and use of sound decision making.
- Provides 1st tier technical and navigational assistance for CNB’s online personal products and services to external/internal clients.
- Complies fully with all Bank Operations and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).
- Reviews online manuals to ensure adherence to policy and procedures. Remains updated on Bank policies and procedures, new products and services, regulatory compliance and fee changes.
- Processes transactions requests such as credit card and loan payments, address change requests, and forwarding maintenance requests to other back-office teams for review and processing.
- Assists Client Contact Center Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day.
- Manages client conversations with a focus on quality. Independently analyzes and resolves complex operational problems on clients’ accounts. Independently handles issues for deposits, savings, loan, credit cards, ATM/check cards, CDs, IRAs and wire transfers.
- Responds to and handles a broad range of complex operational issues from all levels of clients and all levels of bank personnel for all City National Bank branches and departments. May handle up to 12 different skills (Standard, Elite, CNO, Technical Support, Credit Cards, Crystal Infinite Cards, Apple Pay, Fraud Support, Loans, Marketing, Online Application Support, and Spanish) in a high volume fast-paced telephone and technical environment.
- Processes telephone transfers in the system within assigned limits and processing authority. Educates clients regarding Transfer Approval Form and VRU setups to expedite the processing of telephone transfers. Manages service cases for client issues they are working on. Knowledge of and ability to effectively use soft phone technology to answer client calls from our ACD.
- Completes other related work as assigned.
- Minimum 1 years of Contact Center Experience
- Minimum 2 years of Banking Experience
- Knowledge of mobile and online banking, Apple Pay or digital wallets, smart phones, tablets, and remote deposit capture, and online bill payment.
- Excellent written/verbal communication skills.
- Strong customer service skills. Ability to remain calm and composed when dealing with challenging and highly charged situations.
- Comprehensive knowledge in Windows desktop operating systems and MAC a plus.
- Must have the ability to function independently to research and resolve complex issues effectively.
- Experience with Contact Center technologies including ACD, VRU, and softphones, as well as Contact Center applications/systems.
- Ability to multi-task in a high paced Contact Center environment while solving problems and finding solutions to meet our clients’ expectations and needs.
- Knowledge of banking operations including debit and credit cards, deposits, wire transfer, lost/stolen checks and cards, telephone transfers, stop payments, marketing support, new business referrals.
- To be considered for this position you must meet at least these basic qualifications The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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